CWCS Managed Hosting

Cloud Support

Our support is an additional service to our Public Cloud Hosting. Our support team are available 24/7 to assist with operating system and control panel support. We support Windows Server Editions and Linux Operating Systems including Redhat, Alma Linux, Debian and Ubuntu. We also support Plesk and cPanel/WHM control panels.

Features

• 24/7 Supreme UK Support
• Free Server Reboots
• Reinstallation
• System Administration
• Managed Security Patching/Updates
• Advanced Pro-active Server Monitoring and Reponse
• Control Panel Support (cPanel and Plesk)
• Security Audits/Scans
• Managed Daily Incremental Image Backup
• Technical Account Manager (TAM)

Benefits

• Reduce your support costs, using our Linux and Windows Specialists
• We will power cycle your servers on request
• If required we can reinstall your server in minutes
• Save time by utilising our experience for advanced system configurations
• We will patch your operating system and control panel
• We will monitor CPU, RAM and Storage to manage capacity
• Our support team are specialists in cPanel/WHM and Plesk
• Servers can be scanned to highlight and vulnerabilities
• Image backup are taken daily for total peace of mind
• Our TAMs are available to assist with enhanced support requirements

£0 to £144 a server a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@cwcs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

887143411088651

Contact

Karl Mendez
0800 1 777 000
sales@cwcs.co.uk

Planning

• Planning service: Yes
• How the planning service works: A call with one of our sales team will be arranged to discuss your overall requirements. We will fully understand you needs including the server specification, if a hosting control panel is required, what level of security you would like configuring and how involved you would like us to be for the management of the servers, including server patching, backups and server monitoring. As part of the conversation, our team will discuss if a migration is required. If it is, a migration questionnaire will be issued to the end user. This document is to help assist with the planning of the migration and to ensure that we quote effectively (2 hours is included free of charge). Once the solution has been defined and agreed, the details of the proposal will be handed over to our support team to finalise the provisioning. You will be kept up to date by the support team throughout the provisioning and migration process.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Public Cloud Hosting

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: If a migration is required, we will email a migration questionnaire that will need completing. This is a simple document that helps us to identify the type of migration to be used and to highlight any possible issues prior to the migration taking place, such as old versions of PHP. We support hosting control panel to hosting control panel migrations for Plesk and cPanel. We can also offer Image conversions including physical to virtual, or from another hypervisor technology to the solution we provide. If these solutions are not viable for any reason, we are also able to offer manual migrations. Our system administrators will review the answers to the migration questionnaire and will confirm the type of migration that will be used. You will receive a migration plan which will detail the steps/timings involved and what actions you may need to take, such as swapping the DNS to point to the new server. You will be assigned a system administrator who will be your primary contact throughout the migration who will work with you for a smooth transition.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Public Cloud Servers

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: To assist our customers with quality assurance, as part of our server provisioning process we have developed an automated server provisioning solution. This means that all of the servers are provisioned to a high standard, and are provisioned within minutes. All of our solutions are checked by a senior engineer prior to release. Depending on the support plan, you can use system administration time for advanced server configurations to assist with performance. We also benchmark our hosting platform against other leading providers to ensure our platform is the best it can be. As a company, we are ISO 27001 and 9001 cementing our proving our commitment to quality and security.

Security testing

• Security services: Yes
• Security services type: Security strategy

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: Included in both our Public Cloud Hosting and Virtual Private Servers (VPS), our support team are UK based and available 24/7 by phone, live chat or via our support ticket system. Our experts are on hand to assist with Operating System and Control panel support. We support Windows Server Editions (2019 and 2022) and Linux Operating Systems (Redhat, Alma Linux, Debian and Ubuntu). We also fully support Plesk and cPanel/WHM control panels. Further details of the levels of support we offer can be found via the pricing document.

Service scope

• Service constraints: Our support team only provides remote support and we can only support our Public Cloud solutions that we provide to our end users. We support our core infrastructure, Operating System and control panel. We do not support 3rd party software.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our support team are available 24/7 and we aim to respond to support enquiries within 90 minutes. We offer enhanced support packages that offer 15 minute response times.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Our support chat is available online whilst customers are logged into their client area. Customers can simply start a chat with one of our support team during core business hours.; ; Customers cannot upload any documents, this is purely for contacting our support team for advice or highlight a support issue. Any detailed or sensitive information should all be made via our secure support ticket system.
• Web chat accessibility testing: We have not completed any web chat testing with assistive technology users.
• Support levels: At CWCS, we understand that many of our customers have various levels of technical ability. We offer various tiers of support, Standard (included), Silver (£25.00 per month), Gold (£65.00 per month) and Platinum (£144.00 per month). With all of our plans we offer 24/7 UK support, reinstalls if required, basic server monitoring and control panel support. Our silver support is aimed at organisations that have time to handle the normal day-to-day tasks but would prefer to leave the security patching and backups to us. For companies who do not have access to professionals to manage a server, and need assistance with server patching, backups and ongoing technical support, our Gold support level would meet your needs. Our Platinum support is ideal for mission critical systems and is strongly recommended for anyone that has limited technical expertise or experience working with servers. With our Platinum support, you will also be assigned a Technical Account Manager (TAM), who will be your point of contact during core hours and will contact you to fully understand your business and server configuration. Any critical support tickets will be assigned to your TAM, and they will work to resolve the issue.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Socotec Certification International
• ISO/IEC 27001 accreditation date: 23/03/2022
• What the ISO/IEC 27001 doesn’t cover: Our entire organisation is within the scope of the certificate.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics
• PCI DSS accreditation date: 28/03/2024
• What the PCI DSS doesn’t cover: All our internal systems are included
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  As a hosting provider, we are part of a power-hungry industry, and we feel it is our responsibility to limit the impact on the environment. We are committed to taking a proactive approach to be carbon-neutral by 2030.

Pricing

• Price: £0 to £144 a server a month
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@cwcs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.